After-Hours Call Handling and Dispatch Services

The Vendor is required to provide after-hours call handling and dispatch services for include:
- Technical requirements
1. Interfaces
•    Provide a brief description of any system or technology that will be used to store, process or transmit city data, including the phone system and call management system
•    Interfaces accessed by city staff must support browsers listed under the existing CGS technology environment section of this document.
•    For any city staff facing interfaces disclose any plug-ins required for browser-based interfaces: ex: Silverlight, flash, java, etc.
•    Any interface to be provide to city staff to access reports or information.
•    Provide an MSI with installation instruction file
2. Authentication
•    Provided to city staff to access reports or information, is that interface protected with multi-factor authentication
•    Service provider operators will require access to the city’s CRM system. 
•    Each operator will be provide a unique account and will require multi-factor authentication (MFA) to login. 
•    Operators will each require access to the Microsoft authenticator app or a fido2 key to support for MFA. 
•    Other approaches may be explored to simplify login and will depend on the proponent's environment.
3. Security and risk
•    Any call information recorded in the service provider’s technology must be encrypted for storage and transmission.
•    If the system provides data encryption for storage, backups, or transmission, who provides access to the encryption keys and or SSL certificate keys
•    Address security vulnerabilities as quickly as possible when they are found in the vendor’s system, including available patches or fixes for 3rd party systems.
•    Disclose all information security policies, procedures, or governance in place at the service provider
•    Any security compliance certifications the system has (soc1, soc2, HIPPA…).
•    Systems audit events including, creation, view, and deletions of city data
•    The effect to city service when the service provider applies upgrades and patches to their systems.
4. Subcontractors and partners
•    Subcontract any services without our approval.
•    Guarantee that all approved subcontractors will comply with all clauses of our agreement with the vendor.
5. Networking and firewalls
•    Disclose any required configurations or changes to the city network for the implementation.
•    The connectivity requirements for integrations between the service provider’s technology and city technology.
•    Either on request by the city, or upon termination of the agreement, how will city data (call information and audio recordings) be exported and transferred to the city
6. Reliability and disaster recovery
•    All locations of where the city of greater data will reside. 
•    Physical backups, database backups, replicated databases, etc.
7. Artificial intelligence (AI)
•    The solution utilize artificial intelligence (AI) technologies
•    Types of AI models are being used and what specific tasks or problems is the AI model designed to address
•    Data was used to train the AI model, and how was it sourced
•    Transparent is the AI model in its decision-making process
•    City data be used in training the AI model
•    The data privacy and security standards that the city data would be subject to.
•    Ensure that the AI models are free from bias and make fair decisions
•    Any specific ethical guidelines or frameworks for AI development and deployment.